MTA Customer Service Representative

MTM Transit•Baltimore, MD

2d•$21 - $21•Onsite

About The Position

What Will Your Job Look Like? The Customer Service Representative (CSR) handles incoming calls received via an automated call distribution (ACD) system, regarding scheduling of non-emergent transportation and all other details of customer trips. The CSR is the front-line representative of the Company. In office position Mon-Fri 8:30am-5pm Eastern Time at 4201 Patterson Ave Baltimore, MD 21215. You will have to work one weekend day a month. What you’ll do: Participate in an extensive paid training program encompassing areas of customer service, computer applications, policy and procedure Manage inbound calls from our members to verify eligibility and coordinate non-emergent transportation utilizing company systems Listen and obtain information from callers in a professional, systematic and organized manner Acquire and maintain in-depth knowledge of, and adhere to, established Protocols and Procedures Assume responsibility for self-development and career progression Maintain flexibility in efforts to provide quality service to our members and help achieve business and operational goals Maintain acceptable abandoned call rates, average handle time, productivity percentage, and attendance; as outlined by company standards May be required to work weekends and/or holidays, as needed Maintain confidential information standards within a fast paced environment Relate to a diversity of requests Identify with customer needs and circumstances Tactfully question and obtain necessary information Recognize, handle and refer situations of an emergent nature Regular attendance is required Ability to maintain high level of confidentiality What you’ll need: Experience, Education & Certifications: High School Diploma or G.E.D. Customer service experience Skills: Typing speed of 30 WPM or greater Knowledge Microsoft Outlook and Microsoft Word Exemplary communication and phone skills Ability to maintain high level of confidentiality Regular attendance is required Even better if you have... Previous experience working in a customer service call center, preferred What’s in it for you: Health and Life Insurance Plans Dental and Vision Plans 401(k) with a company match Paid Time Off and Holiday Pay Maternity/Paternity Leave Casual Dress Environment Tuition Reimbursement MTM Perks Discount Program Leadership Mentoring Opportunities Minimum Salary: $21/hr Maximum Salary: $21/hr This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process. Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture. #MTMTransit About Us MTM Health is a healthcare and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks. MTM Health’s five core values guide our employees in providing the highest quality customer experience possible and helping clients achieve their goals: - Respect Individuals - Collaborate to Innovate - Deliver Value - Align with Clients - Act with Integrity Your Potential. Our Mission. At MTM Health, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential. With consistent Top Workplace and Best Place to Work awards, plus honors for Healthiest Employers, Diversity and Inclusion, Women in Leadership, and top-tier training programs, we’re recognized for creating a culture that empowers you to thrive, innovate, and lead with impact. We invite you to apply for any of our open positions and look forward to providing you an opportunity to develop your career as a member of our team. Don't see your dream job listed? No problem! Introduce yourself by completing this form with your contact information and resume. We’ll keep your details on hand and reach out if a great opportunity opens up that matches your experience. Benefits without Barriers To show appreciation for our staff’s hard work and dedication, MTM offers more than just a paycheck. Our Total Rewards program is all encompassing, offering a wide variety of enticing benefits to ensure our employees and their families are rewarded. Limitless Growth Opportunities At MTM, your growth powers our movement. Our career development programs are designed to ignite your potential, sharpen your skills, and propel you toward a future where you don’t just succeed—you redefine what’s possible. Art of Client Communication Cornerstone Program Bench Program Tech Bench Program Continuous Education Reimbursement

Requirements

High School Diploma or G.E.D.
Customer service experience
Typing speed of 30 WPM or greater
Knowledge Microsoft Outlook and Microsoft Word
Exemplary communication and phone skills
Ability to maintain high level of confidentiality
Regular attendance is required

Nice To Haves

Previous experience working in a customer service call center, preferred

Responsibilities

Participate in an extensive paid training program encompassing areas of customer service, computer applications, policy and procedure
Manage inbound calls from our members to verify eligibility and coordinate non-emergent transportation utilizing company systems
Listen and obtain information from callers in a professional, systematic and organized manner
Acquire and maintain in-depth knowledge of, and adhere to, established Protocols and Procedures
Assume responsibility for self-development and career progression
Maintain flexibility in efforts to provide quality service to our members and help achieve business and operational goals
Maintain acceptable abandoned call rates, average handle time, productivity percentage, and attendance; as outlined by company standards
May be required to work weekends and/or holidays, as needed
Maintain confidential information standards within a fast paced environment
Relate to a diversity of requests
Identify with customer needs and circumstances
Tactfully question and obtain necessary information
Recognize, handle and refer situations of an emergent nature
Regular attendance is required
Ability to maintain high level of confidentiality